Otmane Serraj

ABOUT TELEPERFORMANCE GROUP
Teleperformance (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA - Bloomberg: TEP FP), is a global leader in digital business services that consistently seeks to blend the best of advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world’s biggest brands and their customers. The Group’s comprehensive, AI-powered service portfolio ranges from front-office customer care to back-office functions, including operations consulting and high-value digital transformation services.

It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services. The teams of multilingual, inspired, and passionate experts and advisors, spread across nearly 100 countries, along with Group’s local presence allow it to be a force of good in supporting communities, clients, and the environment. In 2023, Teleperformance reported consolidated revenue of €8,345 million (US$9 billion) and net profit of €602 million.
Teleperformance shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service.
They are included in the following indices: CAC 40, STOXX 600, S&P Europe 350, MSCI Global Standard, and Euronext Tech Leaders. In the area of corporate social responsibility, Teleperformance shares are included in the CAC 40 ESG since September 2022, the Euronext Vigeo Euro 120 index since 2015, the MSCI Europe ESG Leaders index since 2019, the FTSE4Good index since 2018, and the S&P Global 1200 ESG index since 2017.

For more information: www.teleperformance.com Follow us on X (Twitter): @teleperformance

Acting as Group CFO, Group CIO and leading Shared Services for Finance / IT / HR / Legal & Compliance for Majorel.

Teleperformance acquired Majorel in november 2023.

Majorel brought together Bertelsmann and Saham’s group’s worldwide customer experience businesses, including Arvato CRM Solutions, Phone Group, ECCO Outsourcing and Pioneers. Majorel got listed at Euronext Amsterdam in september 2021.

ABOUT MAJOREL
We’re a global CX leader. Clients say that our agile culture makes us special, which means that doing business with us is easy. As experts in customer experience management, we’ve seen it all, so we’re able to ensure the reliability our clients need and the care their customers deserve. Our team members love nothing more than to just get things done, secure in the knowledge that we strive to be the best home for their talent. Our spirit is resourceful, resilient, and relentless, and this is what drives us to go further.
82,000 team members; 70+ languages; 45 countries; end-to-end CXM; tech-human augmentation; global and local. Majorel: Driven to go further.

About Majorel www.majorel.com

We design, build and deliver next-generation end-to-end CX solutions for many of the world’s most respected digital-native and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with more than 63,000 team members and 60 languages, allows us to deliver flexible solutions that leverage our expertise in cultural nuance, which we believe to be essential for true excellence in CX. We have deep domain expertise in tech-augmented front to-back-office CX. Additionally, we offer Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a global leader in Content Services, Trust & Safety. We believe the ‘Majorel difference’ to be our culture of entrepreneurship.

Leading the successful Outsourcing Division of Saham in the Middle-East and Africa with regional key players : Phone Group in Senegal / Ivory Coast / Togo, Ecco Outsourcing in Egypt & Qatar and Pioneers Outsourcing in the Kingdom of Saudi Arabia.

Saham Group was born from the ambitious and humanistic vision of its founder Moulay Hafid Elalamy. Founded in 1995, the Group has become in less than two decades a leading player in the fields of high value-added services: insurance, assistance, customer relations centers, health and real estate.
For nearly 20 years, the vocation of the Group has been to develop and integrate the essential human services. The Group contributes to the serenity of its customers, by protecting them, assisting them and by providing to the largest number of people access to quality care in Africa and the Middle East.

About Saham Group
Saham Group was born from the ambitious and humanistic vision of its founder Moulay Hafid Elalamy. Founded in 1995, the Group has become in less than two decades a leading player in the fields of high value-added services: insurance, assistance, customer relations centers, health and real estate.
For nearly 20 years, the vocation of the Group has been to develop and integrate the essential human services. The Group contributes to the serenity of its customers, by protecting them, assisting them and by providing to the largest number of people access to quality care in Africa and the Middle East.
Today, Saham Group weighs 1.1 Billion USD in terms of turnover (2013). Present in 24 countries, the Group contributes daily to the serenity of its customers, trying to integrate the specificities of each environment.

About Phone Group
Phone Group was created in Morocco in 2000. It is a joint venture of Saham and Arvato. It operates through 11 customer relationship centers across 3 countries in Africa and employs more than 4500 customer service specialists.
Phone Group provides outsourced multichannel Customer Relationship Management, offering a variety of services such as customer care, commercial support, technical support, marketing campaign management, telesales, e-mail, fax and back office processing. It also provides Business Process Outsourcing in domains such as insurance underwriting and claims management.

About Arvato
Arvato is an international service provider. About 70,000 employees in more than 40 countries design and implement innovative solutions for clients from all over the world, covering a wide range of business processes. These include CRM, SCM, financial and IT solutions as well as digital marketing services. Clients from a wide range of industries rely on Arvato’s portfolio of solutions: from telecommunications providers and energy suppliers through banks and insurance companies to ecommerce, IT and internet providers.

Exploring new challenges and business opportunities

General Manager of Bull Maghreb, developing sales & managing operations across Morocco, Algeria and Tunisia.

Bull was a major french player in Information Systems integration and IT outsourcing that had a leading position in Africa, especially in the public sector and will large companies.

Groupe BULL www.bull.fr ( en entreprise - 9200 collaborateurs, 50 pays, 1,3 milliard d'euros de CA en 2013

Directeur Général de BULL Maghreb & Président Directeur Général de Bull Maroc
* Direction Générale du Cluster régional de Bull sur le Maroc, l'Algérie et la Tunisie:
- Pilotage de 3 P&Ls pays pour un total de 45 Meur en 2013 ;
- Management d'une équipe de 300 ingénieurs à travers 3 pays couvrant tous les domaines des Services
IT de l'intégration d'infrastructures complexes à l'intégration de logiciels métier critiques
- Alignement des stratégies pays sur la stratégie Groupe BULLWAY dans un objectif de transformation du
business model vers les Solutions Informatiques
- Mutualisation des talents et maximisation des synergies inter-pays sur les volets de Vente / Avant-vente /
Business Development / Delivery, se traduisant notamment par la mise en place d'un Centre de Services
au Maroc pour l'Afrique Francophone
- Développement de l'activité Offshore de Bull = une centaine de positions au Maroc pour le marché
Français en ITO (IT Outsourcing)

Co-Site Leader heading 2,000 employees based in the DELL Business Center in Casablanca.

2008 -2012 : Sales Manager for the French Small & Medium Businesses market

2007 - 2008 : Head of Sales Backoffice operations / Business Process Outsourcing for EMEA

DELL Business Center in Casablanca provides offshore services ranging from Sales & Customer Service to Technical Support & Backoffice processes to DELL's french / spanish and italian speaking customers in all segments : Consumer / Small & Medium Business / Public / Large Enterprise.

2ème groupe mondial dans la fourniture de produits & services informatiques -100 000 collaborateurs, 60 Milliard $ de CA en 2010

DG en charge du site offshore BPO/ITO de Dell à Casablanca manageant 2000 personnes supportant les marchés Français / Espagnol / Italien / Néerlandais / Canadien en avant-vente / vente / après-vente / support technique et backoffice.

- Optimisation du Cost Per Head et des OPEX du site vis-à-vis des autres destinations offshore Chine / Slovaquie & Panama.
- Développement du Middle Management (150 Managers) via la « GenNext » Leadership Academy
- Lancement d'un programme de donation de 1.5 M$ de matériel et services informatiques à destination de
4 Organisations Non Gouvernementales (programme DELL YOUTHCONNECT)



, Senior Manager « Sales Order Management » en (Business Process Outsourcing) et de l'Administration des Ventes de la clientèle Entrerprise de
DELL Europe - Middle East - Africa (EMEA) et directeur des Opérations de DELL Morocco.

* Pilotage de la migration et de la consolidation à Casablanca des activités « back-office » des Ventes
Entreprise EMEA pour DELL = Traitement des commandes, Gestion des contrats client, Workflows
administratifs, Activation de service et provisioning : jusqu'à 3000 transactions par jour pour 140 pays
- Amélioration de la productivité de 10% par trimestre sur 5 trimestres
- Amélioration de la qualité des traitements de 75% en impact coût de 2007 à 2008
- Amélioration de la vélocité de traitement avec 95% des demandes traitées en moins de 4 heures
- Réduction des charges de personnel de 40% en un an (Cost Per Head)
- Stabilité des OPEX, malgré une progression des volumes traités de 5% par trimestre

Member of the executive committee of Alphyra France, I am responsible for Operations / IT / PreSales / Customer Service

Alphyra Payzone is a leading paneuropean Group specialized on electronic transactions delivered on the point of sales for prepaid cards, e-vouchers, electronic giftcards, money transfer, e-money...

Leader de la monétique en Europe présent dans 19 pays - 600 collaborateurs, 140 M EUR de CA en 2006

Directeur des Opérations Europe du Sud et membre des Comités de Direction d'ALPHYRA
France / Espagne / Italie

* En charge de la Direction Technique et des Opérations (40 pers., budget 3,5 Meur) :
- Responsabilité du Pilotage de Projet et de l'équipe de Déploiement & Gestion de Parc.
- Responsabilité de l'équipe de Facturation ;
- Responsabilité du Centre d'Appel et du Support Technique ;
- Responsabilité de l'Infrastructure IT ;
- Responsabilité de l'activité Technico-Commerciale

* Restructuration et réorganisation de la Direction Technique et des Opérations :
- Mise en place de l'activité d'Administration et Contrôle des Ventes
- Mise en place de l'activité d'Avant-Vente et de support Technico-commercial
- Migration vers le Système de Facturation et l'ERP Groupe

Groupe européen de Distribution, spécialisé dans la mise en place de programmes de fidélisation - présence en France /
Allemagne / Espagne / Italie / Grande-Bretagne / Suisse - 150 collaborateurs, 49 M EUR de CA en 2004

Chief Technical Officer et membre du Comité Exécutif du Groupe avec :

* Responsabilité transversale en BUILD et RUN pour l'ensemble des 5 filiales du Groupe :
- de la Plate-forme de Services ;
- des Systèmes de Facturation et de Rémunération des Vendeurs . ;
- du Datawarehouse et du Systeme Décisionnel
- de la plate-forme de Paiement en Ligne ;
- de l'intégration des Systèmes d'Information des filiales, notamment suite à acquisitions

* Management des équipes techniques (15 pers.) et réorganisation - suite à acquisitions et regroupement
d'équipes délocalisées - de la Direction Technique Europe en un pôle « Développements & Nouveaux
Services » et un pôle « Production »

In charge of the e-commerce platform : Database / Billing / Online Payment for Firstream Group on 5 countries : France, Germany, UK, Italy, Spain.

Firstream - investment of Verisign - is the leader in Europe of Membership & ePayment.

Entrepreneurial experience as member of the management team who launched an Internet Service Provider from scratch.

Oreka became one of the leading ISPs in France in 2000